Business Manager, Bank Voice Strategy

Capital One•McLean, VA

13d

About The Position

As a member of the Bank Voice Strategy team, you will drive strategic decision-making that directly influences how customers experience Capital One. Our team powers Call Center Operations for Capital One’s Retail Bank, which supports over 12M customer calls each year. We are a high-impact, high-visibility team and serve as internal consultants for VP+-level Bank leadership. Our mission is to ensure Capital One delivers high-quality, seamless customer experiences while maintaining operational excellence as we continue to grow and integrate Discover. Defining our call center strategy requires a combination of sophisticated quantitative analysis and strategic business intuition. You will have the opportunity to do collaborative brainstorming, creative problem-solving, and nuanced storytelling for executive audiences. In this role, you will serve as the connective tissue between advanced analytics and execution, meaning you’ll manage and own relationships with a wide array of stakeholders across business analytics, operations, product, finance, and data science. In this role, you will be responsible for: Technology Investment Evaluation: Assess the impact of technology investments (such as IVR enhancements, Gen/Agentic AI, and other digital tools) on customer experience and operational efficiency, and make recommendations on how we prioritize investment. Operational Footprint Strategy: Identify the optimal geographic distribution for Bank Voice agents to drive improvements in service quality and operational efficiency. Use business intuition to understand tradeoffs, and make strategic recommendations. Strategic Analysis and Modeling: Lead the development of sophisticated models to determine impact of strategic initiatives on call volume, Opex, and customer experience (e.g., NPS). Discover Integration: Play a key role in the Discover merger by identifying how the integration is impacting our operations, and how we respond. Support additional ad hoc analysis related to the integration. Storytelling: Investigate data trends to understand the underlying business story, and communicate these insights to inform executive decision-making. Process Improvement: Identify opportunities to increase automation, leverage technology enhancements/AI, and improve data tools within and beyond the Bank Voice team. General Responsibilities: Strategic Leadership: Develop business strategies that drive competitive success for Capital One. Display an intense focus on achieving both short- and long-term goals. Problem Solving: Bring an innovative approach, manage ambiguity, and drive an agenda in fluid environment Analytics: Leverage data and robust quantitative analysis to support recommendations. You will use SQL and other quantitative modeling tools daily. Ownership: Own strategic initiatives from ideation to testing (where applicable) to implementation, and see how your projects drive lasting impact in the business. Executive Communication and Storytelling: Translate complex quantitative analysis into actionable insights for leadership and build consensus on recommendations. People Leadership: Mentor and coach junior associates with a goal of developing and retaining talent at Capital One. Cross-Functional Stakeholder Engagement: Build and leverage stakeholder relationships across Capital One, and become a trusted thought partner for executive leadership.

Requirements

Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering)
At least 2 years of experience in analysis

Nice To Haves

Master’s Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
5+ years of experience in analysis
2+ years of experience in financial services
1+ year of experience in consulting
2+ years of experience in people management

Responsibilities

Technology Investment Evaluation: Assess the impact of technology investments (such as IVR enhancements, Gen/Agentic AI, and other digital tools) on customer experience and operational efficiency, and make recommendations on how we prioritize investment.
Operational Footprint Strategy: Identify the optimal geographic distribution for Bank Voice agents to drive improvements in service quality and operational efficiency. Use business intuition to understand tradeoffs, and make strategic recommendations.
Strategic Analysis and Modeling: Lead the development of sophisticated models to determine impact of strategic initiatives on call volume, Opex, and customer experience (e.g., NPS).
Discover Integration: Play a key role in the Discover merger by identifying how the integration is impacting our operations, and how we respond. Support additional ad hoc analysis related to the integration.
Storytelling: Investigate data trends to understand the underlying business story, and communicate these insights to inform executive decision-making.
Process Improvement: Identify opportunities to increase automation, leverage technology enhancements/AI, and improve data tools within and beyond the Bank Voice team.
Strategic Leadership: Develop business strategies that drive competitive success for Capital One. Display an intense focus on achieving both short- and long-term goals.
Problem Solving: Bring an innovative approach, manage ambiguity, and drive an agenda in fluid environment
Analytics: Leverage data and robust quantitative analysis to support recommendations. You will use SQL and other quantitative modeling tools daily.
Ownership: Own strategic initiatives from ideation to testing (where applicable) to implementation, and see how your projects drive lasting impact in the business.
Executive Communication and Storytelling: Translate complex quantitative analysis into actionable insights for leadership and build consensus on recommendations.
People Leadership: Mentor and coach junior associates with a goal of developing and retaining talent at Capital One.
Cross-Functional Stakeholder Engagement: Build and leverage stakeholder relationships across Capital One, and become a trusted thought partner for executive leadership.